Processing Inquiries
Inquiries are applications from people seeking shelter.
Viewing Inquiries
Go to Inquiries in the sidebar to see all applications.
Status Badges
At the top, you'll see status badges showing counts:
Pending
Yellow
Waiting for response
Approved
Green
Approved
Denied
Red
Denied
Sheltered
Blue
Person was placed in shelter
Cancelled
Gray
Cancelled
Filtering and Search
Search
Find by name, email, phone, or household ID
Status
All, Pending, Approved, Denied, Sheltered, Cancelled
Shelter
Filter by specific shelter
Date
Filter by submission date
Columns
Toggle which columns to show/hide
Column Visibility
Click the columns dropdown to show/hide:
Date
Household
Phone
Email
County
Priority
Circumstances
Shelter
Actions
Inquiry Table
Table Columns
Submitted Date
When application was submitted
Household Name
Name and household ID
Phone
Contact phone number
Contact email
County
County they're from
Priority Score
Color-coded priority (see below)
Circumstances
What they described
Shelter
Target shelter name
Status
Current status badge
Actions
View, Respond, Update status
Priority Scores
Each inquiry has a priority score based on circumstances. The score helps providers identify who needs placement most urgently.
Score Levels
7+
Critical
Red
Immediate intervention needed
5-6
High
Orange
High priority
3-4
Medium
Yellow
Standard priority
1-2
Low
Green
Lower priority
How Scores Are Calculated
The system calculates priority scores automatically when an inquiry is submitted. The score is the sum of points from circumstances plus additional factors.
Step 1: Base points from current circumstances
The system assigns points based on the circumstance the applicant selected from the dropdown ("Where did you sleep last night?"):
Street
5
Actively homeless, highest risk
Car
4
Unstable shelter, high risk
Fleeing Domestic Violence
4
Safety concern, high risk
Friend or Family
2
Temporary arrangement
Other
0
No specific risk factors detected
Step 2: Additional points from inquiry history
The system checks the household's recent inquiry history:
Recent inquiries
+1 each
Each inquiry submitted in the last 3 days adds 1 point (max 3 points)
High-priority history
+1
If any previous recent inquiry mentioned street, car, or domestic violence
Step 3: Minimum score
All inquiries have a minimum score of 1, even if no circumstances match.
Scenario Examples
Scenario 1: Critical Priority (Score 8)
Maria is sleeping on the street with her two children. She's desperate and has been applying to multiple shelters over the past few days.
Selected "Street" = 5 points
She submitted 3 inquiries in the last 3 days = +3 points
Total: 8 points = Critical (Red)
Maria's inquiry appears at the top of the list with a red badge. Providers should prioritize her for immediate placement.
Scenario 2: High Priority (Score 6)
James is living in his car after losing his job. This is his first time applying.
Selected "Car" = 4 points
First inquiry, no recent history = +0 points
Total: 4 points = Medium (Yellow)
Two days later, James applies again because he hasn't heard back:
Selected "Car" = 4 points
2 inquiries in last 3 days = +2 points
Total: 6 points = High (Orange)
His priority increased because he's been applying repeatedly, indicating urgency.
Scenario 3: Medium Priority (Score 3)
Sarah is staying with her sister but the arrangement is temporary. She's looking for stable housing.
Selected "Friend or Family" = 2 points
First inquiry = +1 point (the current inquiry counts)
Total: 3 points = Medium (Yellow)
Scenario 4: High Priority from History (Score 5)
David was on the street last week (first inquiry scored 5). He found a temporary spot with a friend but applies again.
Selected "Friend or Family" = 2 points
2 inquiries in last 3 days = +2 points
Previous inquiry selected "Street" = +1 point (high-priority history)
Total: 5 points = High (Orange)
Even though David's current situation is "Friend or Family" (normally lower priority), his history of being on the street keeps him at high priority.
Scenario 5: Low Priority (Score 1)
Tom is currently housed but worried about affording rent next month. He applies "just in case."
Selected "Other" = 0 points
Minimum score = 1 point
Total: 1 point = Low (Green)
Tips for Providers
Critical (Red): Act immediately. These individuals are in the most urgent situations.
High (Orange): Prioritize these inquiries. They may have been waiting or have safety concerns.
Medium (Yellow): Standard processing. Review when you have availability.
Low (Green): Lower urgency, but still deserving of response.
Remember: The score is a guide, not a rule. Use your judgment when reviewing applications.
Viewing Inquiry Details
Click on an inquiry row or the View button to see full details:
Applicant Information - Name, email, phone, submission date
Household Size - Number of people
Priority Score - With explanation
Circumstances - What the applicant described
County & Location - Geographic info
Housing Status - Current situation
Household Income - If provided
Household Members - List of all members
Notes - Staff notes
Responding to an Inquiry
Click the Respond button on the inquiry
Enter a response message
Select the new status
Click Send
The applicant will receive an email/SMS notification.
Updating Status
You can quickly update status using the dropdown menu in the Actions column:
Approve
Deny
Mark as Sheltered
Cancel
Creating an Inquiry (Admin)
Admins can create inquiries on behalf of applicants:
Click + Create Inquiry
Search for existing user (by name, last name, DOB)
Or create a new user on-the-fly
Create or use existing household
Fill in household member details (if new)
Select shelter
Set circumstances, county, notes
Set inquiry date
Submit
Adding Notes
Open the inquiry details
Scroll to the Notes section
Click Add Note
Enter your note
Save
Notes are timestamped with your name and visible to all staff.
Pagination
Navigate through results:
First/Previous/Next/Last buttons
Page counter showing current position
Last updated